The figure shows the following process:

1. A customer provides a CSR with account information.

2. Using Siebel CRM, the CSR searches for the customer's account.

3. The customer requests their balance information.

4. The CSR selects the customer's billing profile. Siebel CRM requests the balance summary, balance group list, balance details, and balance group services from BRM.

5. BRM provides the requested information to Siebel CRM.

6. The CSR views the information and shares it with the customer.

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